CALIFORNIA HEALTH BENEFIT EXCHANGE CAREER EXECUTIVE ASSIGNMENT EXAMINATION ANNOUNCEMENT

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation. It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.

DEPARTMENT:	CALIFORNIA HEALTH BENEFIT EXCHANGE	RELEASE DATE:	Friday, March 20, 2015
POSITION TITLE:	Service Center Director	FINAL FILING DATE:	Thursday, April 2, 2015
CEA LEVEL:	CEA B	EXTENDED FINAL FILING DATE:	Friday, April 10, 2015
SALARY RANGE:	$ 8,766.00 - $10,442.00 / Month	BULLETIN ID:	03032015_4

POSITION DESCRIPTION
Under administrative direction of the Chief Deputy Executive Director the Service Center Director is responsible for innovative formulation, implementation, and evaluation of program policies critical to the operation and performance of multiple customer service centers throughout the State of California. As a member of the Executive leadership team, the Director effectively represents the Exchange and Service Center before internal and external stakeholders as well as the Legislature and the general public. The Director also provides leadership and direction to Service Center Managers and other professional analytical and vendor staffs that are accountable to plan, organize, coordinate, and direct customer service center operations and strategies. Duties may include access to information systems containing protected enrollee information, including federal tax information, protected health information, and personally identifying information.

MINIMUM QUALIFICATIONS
Applicants must meet the following minimum qualifications:

Either I
Must be a current State civil service employee with permanent civil service status, as defined in Government Code Section 18546.

Or II
Must be a current or former employee of the Legislature, who resigned or was released from service within the last 12 months, and with two or more consecutive years of service as defined in Government Code Section 18990.

Or III
Must be a current or former nonelected exempt employee of the Executive Branch of government who resigned or was released from service within the last 12 months, and with two or more consecutive years of service (excluding those positions for which the salaries are set by statute) as defined by Government Code Section 18992.

Or IV
Must be a person retired from the United States military, honorably discharged from active military duty with a service-connected disability, or honorably discharged from active duty as defined in Government Code Section 18991.

(1) Knowledge of the organization and functions of California State Government including the organization and practices of the Legislature and the Executive Branch; principles, practices, and trends of public administration, organization, and management; techniques of organizing and motivating groups; program development and evaluation; methods of administrative problem solving; principles and practices of policy formulation and development; and personnel management techniques; the department’s or agency’s Equal Employment Opportunity Program objectives; and a manager’s role in the Equal Employment Opportunity Program.

(2) Ability to plan, organize, and direct the work of multidisciplinary professional and administrative staff; analyze administrative policies, organization, procedures and practices; integrate the activities of a diverse program to attain common goals; gain the confidence and support of top level administrators and advise them on a wide range of administrative matters; develop cooperative working relationships with representatives of all levels of government, the public, and the Legislature and Executive branches; analyze complex problems and recommend effective courses of action; and prepare and review reports; and effectively contribute to the department’s or agency’s Equal Employment Opportunity objectives.

CEA Level A Responsible for broad administrative and program activities, including the execution and/or evaluation of program policies.

CEA Level B Responsible for extensive managerial and program administration or broad program manager experience with substantial participation in the formulation, operation, and/or evaluation of program policies.

CEA Level C Responsible for extensive highly professional influence and contributes to program, policy, and the methods to provide professional services needed to set policies, to meet the mission of the State department and often exercising technical and or professional skills that are required at this level.

1. Describe your understanding of the financial analysis required to support strategic decision-making and using financial indicators to manage operational performance.

2. Describe your experience in call center management; including operations, performance metrics, continuous improvement, and process excellence.

3. Describe your ability to plan and manage large organizations and teams at both the strategic and operational levels.

4. Describe your ability to lead teams in designing and implementing strong data-driven cultures and the systems, processes and tools required to support them.

5. Describe your experience developing and revising policies for call center(s) operations.

6. Describe your experience in personnel management which demonstrates your ability to plan, organize, and direct staff, including achieving planned goals, objectives, and outcomes, training and development, staff motivation, recognition, and progressive discipline.

7. Describe your experience in leading, planning, organizing, and directing the work of multidisciplinary professional and administrative staff. Demonstrated experience in developing cooperative working relationships with internal and external stakeholders and representatives of all levels of State and Federal government, divisional staff and other agencies.

EXAMINATION INFORMATION
A minimum rating of 70% must be attained to obtain list eligibility. Hiring interviews may be conducted with the most qualified candidates. All candidates will receive written notification of their examination results. The result of this examination will be used only to fill the position of Service Center Director, with the CALIFORNIA HEALTH BENEFIT EXCHANGE. Applications will be retained for twelve months.

The results of this examination will be used only to fill this position.

FILING INSTRUCTIONS

Interested applicants must submit:

• A completed Standard State Application (Form 678).
• A "Statement of Qualifications". The Statement is a narrative discussion of how the candidate's education, training, experience, and skills meet the minimum and desirable qualifications and qualify them for the position. The Statement of Qualifications serves as a documentation of each candidate's ability to present information clearly and concisely in writing and should be typed and no more than three pages in length.
• Resumes do not take the place of the Statement of Qualifications.

Applications must be submitted by the final filing date to:

CALIFORNIA HEALTH BENEFIT EXCHANGE, Human Resources
1601 Exposition Boulevard, Sacramento, CA 95815
Kale Thompson | (916) 228-8386 | Kale.Thompson@covered.ca.gov

SPECIAL TESTING
If you have a disability and need special testing arrangements, mark the appropriate box in Part 2 of the "Examination Application." You will be contacted to make specific arrangements.

GENERAL INFORMATION
If you meet the requirements stated in this bulletin, you may take this examination, which is competitive. Possession of the entrance requirements does not assure a place on the eligible list. Your performance in the examination described on this bulletin will be compared with the performance of others who take this test, and all candidates who pass will be ranked according to their scores.

The CALIFORNIA HEALTH BENEFIT EXCHANGE reserves the right to revise the examination plan to better meet the needs of the service if the circumstances under which this examination was planned change. Such revision will be in accordance with civil service law and rules and all competitors will be notified.

General Qualifications: Candidates must possess essential personal qualifications including integrity, initiative, dependability, good judgment, and ability to work cooperatively with others.

Class specs:  CEA and Exempt Appointees